Complaints

This profile includes complaints for GrubHub's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GrubHub

  111 W Washington St Ste 2100 Chicago, IL 60602-2783

• 

  GrubHub

  1026 Commonwealth Ave Boston, MA 02215

• 

  GrubHub

  280 Summer St # 1 Boston, MA 02210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a email receipt for $46.90 for the purchase of food that I never made so I immediately contacted grub hub and filed a complaint to let them know and to get my money back. I let them know that this purchase says it was made in ******** I don't live no where near there I even provided them with a screen shot of the email on 9/22/22 they told me it would be ***** hrs. I waited and there was no response so I called they then gave ne the run around saying they would expedite my claim because there hasn't been a response so I waited a few days again no response I called again they claimed its being worked on but they don't know how long it'll take. I informed them I sent in a shot of the email with the person name and address with number that it went to so again why is it taking so long and nobody is reaching out I want my money back and my account deactivated I don't even use the site I'm sick of all the lies and no communication. I even told them the person who fraudulently made the purchase changed my email on the Grubhub site I don't have no clue who this person is and how they were able to hack Grubhub and do this.

  Business Response

  Date: 10/03/2022

  Hello,

  
  Thank you for contacting Grubhub. We're sorry to hear about the unauthorized charge on your account and that your experience with our care team was not helpful. We are reaching out to our account team and will have a follow up and resolution for you by end of day.

  We apologize for any inconvenience this has caused for you. Please let us know if you have any additional questions or concerns.

  
  Best,

  
  Grubhub

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The gps is constantly pinned incorrectly even though *** reached out multiple times. I e even written detailed instructions in my notes that get ignored. I pay for deliveries that dont arrive and then am told nothing can be done. I was also verbally abused and attacked by a driver due to them not being able to find me. This is just a stressful experience and after that I do not feel safe using the platform

  Business Response

  Date: 10/02/2022

  Hello,

   

  Thank you for contacing Grubhub. We're sorry to hear about your experience and we understand how concerning it is to not receive an immediate resolution for the issue that happened. We have reviewed your account and we have issued an adjustment for your order. The refund will be returned to your original payment method. We have sent you a confirmation email with these details as well. 
  
  We hope this information helps, but please let us know if you have any additional questions or concerns. 

   

  Best,
  
  Grubhub

  Customer Answer

  Date: 10/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** 9/14/22: Received receipt of a Grubhub order that I did not make. Total: $58.71 + $10 driver tip. Total: $68.71. Delivered to an address in ****, **. I don't even know where **** is. At that moment I am in **************, **, a 4-hour drive from ****, ****** Maps tells me. Attached pics microdata shows my location that day.** 9/14/22: Immediately contacted Grubhub by Chat. They'll investigate.** 9/15/22: Contacted Grubhub via Chat about status. No information. **************** rep will "escalate" and contact me within 48 hours.** 9/17/22: Grubhub did not contact me within 48 hours.**9/17/22: Contacted Grubhub via Chat about status. Rep said 48 hour promise "wrong." Currently overwhelmed with fraud cases, will contact me within 5 days.**9/22/22: Grubhub did not contact me within 5 days.**9/22/22: Contacted Grubhub via Chat about status. Rep acknowledged the problem, "cancelled" the order and filed the request for a refund. Expect an email within ***** hours confirming refund. "Oh, thanks," I responded.**9/28/22: No confirmation email, no refund.**9/28/22: Contacted Grubhub via email. Now talking to *************** rather than "****************." I don't know what distinguishes one from the other. Promise of refund a mistake. Still under review by the "Senior Specialist Team." My account needs to be "fixed" before a refund can be processed.**9/28/22: Contacted Grubhub via email. Requesting further clarification about if and when they will refund the cost of this fraudulent purchase. Rep says refund in process, give them 24 hours.**9/29/22: No confirmation email, no refund.**9/29/22: Contact Grubhub via email. Still an "open ticket." Her team will "review" the issue.___________________Obviously Grubhub does not intend to acknowledge the fraudulent transaction or refund the money stolen from me. Their reps politely fend me off with vague descriptions of reviews with neither timelines nor deadlines. I request a refund.

  Business Response

  Date: 10/02/2022

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear about the unauthorized charge on your account and that your experience with our care team was not helpful. We are reaching out to our account team and will have a follow up and resolution for you by end of day.

  We apologize for any inconvenience this has caused for you. Please let us know if you have any additional questions or concerns.

   

  Best,
  

  Grubhub

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18152887
  
  I am rejecting this response because:

  I have not yet received the requested refund. I'll accept Grubhub's response once a refund for the fraudulent purchase has been credited to my credit card account.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/03/2022

  Hello, 

   

  A dispute has already been initiated and a chargeback has been issued from PayPal. We ask that you please contact PayPal for additional assistance or for an update regarding the dispute process. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18152887
  
  I am rejecting this response because: Neither my credit card company nor PayPal show a credit for the amount fraudulently charged to my account. Upon further enquiry, neither PayPal nor my credit card company show any change in the status of this dispute of the Grubhub charge. My credit card company advises me that they have received no reply for supporting information from Grubhub in the more than 2 weeks since they requested information.

  Additionally Grubhub already determined the order was invalid, cancelling the order on September 22 and scheduling a refund. No refund was forthcoming.

  In the nearly 3 weeks since the fraudulent order was made all I have received from Grubhub are polite but vague answers to my questions with the exception of the subsequently dropped 9/22 promise of an immediate refund. Despite Grubhub's previous response to BBB, no resolution was in place by the end of the day of their response. Despite their claims, no effort to satisfactorily resolve this issue is apparent.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was hacked and an order of $60 was placed. I noticed immediately because everytime my card is used I get a text Message. I checked my email and I could see that address the food was being delivered to was in ********** (I live in the Chicagoland area.) I called and emailed them while I was on hold. When I reported it it was prior to when food would have been delivered and told them it was fraudulent. They should have stopped it. I have called a few times since then and they are still investigating it a week and a half later they should have cancelled it when I called. I was at work when this happened. My time clock is GPS Tracked and I was clocked in at *****************, ** at the time. They also changed the email address AFTER they made the order I forwarded all of this to them email including my location where I was during them time (the time aligns due to the time zones). I don't know whether they delivered the food or not but they shouldn't have since I reported it before the delivery time and it should then be cancelled.

  Business Response

  Date: 10/02/2022

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear about your experience and understand how concerning it is to have an unauthorized charge on your account. We have confirmed with our team that your account has been reviewed and a follow up email has been sent to you regarding your account. 
  
  We hope this information helps, but please let us know if you have any additional questions or concerns. 

  Best,
  
  Grubhub

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Sunday September 25th, I got notified thanking me for my order to a *************** in ******** (I live in **********).- Sunday, September 25th, I sent an email to ******************************* (to date never got a response). I called Grubhub and let them know I have just been a victim of fraud, that I did not place the order and I attempt to get refunded. I'm told that it will be escalated to the investigation department and I'll get an update within 48 hours. I request to have the account closed when the investigation is completed (to avoid further fraud attempts).- Tuesday, Sept 27th, I called Grubhub to get the status of the investigation as Grubhub has not contacted me within 48 hours. I'm told by the the rep that they see the refund being processed and that I will be contacted by Grubhub via email within ***** hours with the details of the investigation and refund. I confirm that the ***** hours is valid as I just went through a 48 hour period of no communication regarding the issue.- Thursday, Sept 29th, as expected, ***** hours have elapsed and I have not been contacted by Grubhub. I called Grubhub to get the status of the refund. I'm told that my account has been deleted and the data can't be accessed. I asked to be transferred to a supervisor and get hung up on in the process. I called Grubhub a second time to get the status of the refund. I'm told by the rep that my account has been deleted. I ask to be transferred to a supervisor and I'm then told by that supervisor that my account has been deleted and the data cannot be accessed.

  Business Response

  Date: 10/01/2022

  Hello, 

   

  Thank you for reaching out to us regarding someone accessing your account and placing an order without authorization. 

   

  We have looked into this for you and have sent you an email with additional information regarding this situation. 

   

  Best, 

   

  Grubhub

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  09/29/22 I ordered from Krispy krunchy chicken 3 Items. Chicken Fish and Shrimp. The restaurant was out of two of the Items, Fish and Shrimp and placed it on the site, but Grubhub didn't update it. The Restaurant after I called them stated these facts. Total $27.79 Grubhub **************** policy is if the restaurants/ stores messes up ur order too many time . They they will stop refunding you because of their mistakes. I have called Grubhub and was told this twice. I even called the store restaurant they refused to call, and they told Grubhub they ran out and posted it too that affect. Grubhub told me OH Well that was my problem.Stop complaining about bad service so much. It's on you dispute it with your credit card company. I purchased giftcard.well that's ur problem.

  Business Response

  Date: 10/01/2022

  Hello, 

   

  Thank you for reaching out to us regarding your recent ordering experience and that you didn't receive the items due to the restaurant running out. We know we could not initially resolve this for you, we have since refunded the affected items from your order and a refund confirmation was sent to your email. 

   

  We sincerely apologize for this inconvenience. 

   

  If additional assistance is needed, please feel free to reach out to us at http://grubhub.com/help.contact-us. 

   

  Best, 

   

  Grubhub

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The last 2 orders were incorrect and when I told customer service they did nothing and did not refund my money. This company makes ALOT of mistakes and now I'm being forced to pay for their mistakes which is not fair. The last 2 orders were incorrect. The 1st one was the wrong order completely. We did get what we ordered. The 2nd The food was prepared incorrectly and missing items that was requested.

  Business Response

  Date: 10/01/2022

  Hello, 

   

  Thank you for reaching out to us regarding two recent experiences you've had with incorrect items. We apologize for any inconvenience this may have caused. We have refunded the affected items on both orders for you. Refund confirmations have been sent to the email address listed on your Grubhub account. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have refunded me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone hacked into my basically-never-used grubhub account. They then proceeded to order food. My grubhub account was linked to paypal, which is directly linked to my bank account.****** said since grubhub was authorized, that I need to file any complaints with them. I emailed them repeatedly with order details asking for resolution, but after answering initial intake questions, they stopped responding. I am requesting a refund of $78.71 for the fraudulent order made on my account.Card holder's First and Last name: ************************ holder's Email Address (Do not leave this blank): ********************** Was Paypal/Venmo used for this order? YES Required for Paypal/Venmo Paypal payer email address or Venmo username: ************************* Card **** ****** Mastercard, etc.): It wasn't a card, it directly debited my bank account, account number ending in **** First 6 digits of the ************** 4 digits of the ************* EXACT amount of each charge: $78.71 Is this a duplicate charge? No Date(s) the charge(s) posted on their bank account: 9/20/22 (PAYPAL DES:INST XFER ***************************** INDN:************* CO ************* WEB)Invoice ID: ************************************ Paypal Transaction ID: *****************

  Business Response

  Date: 10/01/2022

  Hello,
  
  Thank you for contacting Grubhub. We're sorry to hear about your experience and we understand how concerning it can be to still not have a resolution. We have sent a memo to our accounting team to follow up with you immediately. They will be sending you an email by end of day. 
  
  We apologize for any inconvenience this may cause you, please let us know if you have any additional questions or concerns. 
  
  Best, 
  
  Grubhub

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This affidavit contains two separate instances within a one week period. On September 28, 2022 I placed an order through GrubHub for Chipotle. I received the order and it was made incorrectly. I immediately contacted GrubHub, and they told me that they would refund a total amount of $14.10. They explained that it would take 3 to 5 business days for this to reflect back to my account.On September 23, 2022, I placed an order through GrubHub for *****************************. I received the order and it was missing the mushrooms that I had paid extra for. I am mediately contacted GrubHub, and they told me that they would refund a total amount of $4.51. They explained that it would take 3 to 5 business days for this to reflect back to my account.I have checked with my bank numerous times, and my bank has assured me that no refund has come through for either of the incidences. They have advised me to contact GrubHub, which I have on many occasions, to no avail. I have supporting documentation from GrubHub which I will attach to this formal complaint, which clearly states that they issued me a refund but they clearly did not, according to my bank. I am asking for a full refund in the form of GrubHub credit, as clearly GrubHub cannot correctly credit my bank account.

  Business Response

  Date: 09/29/2022

  Helllo,
  
  Thank you for contacting Grubhub. We're sorry to hear about your experience and the confusion regarding the adjustment to your orders. We have reviewed your orders and we can confirm the adjustment was processed and the final total amount was updated with your financial institution. When an adjustment is processed it is processed in one of two ways depending on your financial institution. 
  
  1.) As an adjustment, which will update the original transaction and you will see the charge settle for the final adjustment amount.
  
  
  2.) As a credit, which will apply a line item to your statement showing a credit from Grubhub for the amount of the credit.
  
  
  We hope this information helps, please let us know if you have any additional questions or concerns.

   

  Best,
  

  Grubhub

• Initial Complaint

  Date:09/27/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Grubhub free trial of the plus membership. I asked Grubhub customer service why my card was charged $10.59 for the membership on 9/23/22. Grubhub said it's a temporary charge and that if I cancel the trial, the charge wouldn't appear on my card. I canceled the trial once the charge became a permanent charge on my card. Grubhub needs to credit my credit card for the membership charge.

  Business Response

  Date: 09/28/2022

  Hello, 

   

  Thank you for reaching out to us regarding being charge for your Grubhub+ subscription when attempting to sign up for a free trial. We sincerely apologize for the miscommunication. Upon review, the reason you were charged was because you have already used a free trial back on June 1st, and only one free trial is allowed. However, as a one time courtesy, we have refunded the charge for you. 

   

  Best, 

   

  Grubhub 

  Customer Answer

  Date: 10/02/2022

   
  Better Business Bureau:
  
  It's not a "courtesy." While at grubhub.com, a message came up for a free trial.  It's not a courtesy to abide by its own contract.
  
  Sincerely,
  
  *******************************